As a companion to Ovation Insights, Goals conducts feedback analysis, at the location level; keeping managers informed and holding teams accountable for change.
*If your team is not yet using Insights, reach out to us at upgrade@ovationup.com to learn more.
When enabled, Goals leverages powerful Ovation Insights feedback data to automatically identify the most urgent issue impacting guest experience at the location level. Gone are the days of assuming that every location shares the same opportunity for improvement, now we can help each location improve where it counts most.
How are Goals Created?
At the start of each Goal period, Ovation will automatically recommend a single, unique Goal for each location to focus on. We believe that every location deserves a data-driven, customized approach to operational improvement.
Goals are always system-generated with the option for the Goal Approver to modify. Goals are not created from scratch.
How do I monitor a Goal's Status or performance?
To monitor the performance of a Goal, navigate to the Goals Summary page. Here, you will find a comprehensive list of all Goals relevant to your user's location access.
The Goal Period's Due Date is listed at the top of the page for your convenience and there are also summary cards to provide an at-a-glance count of Goals which are Off Target, On Target, or Needs Approval.
How do I filter Goal Summary results?
The Goals Summary page includes a table of results that may be filtered by Goal Period, Location, Progress & Status.
To filter to Goal summary results, select the filter(s) you would like to apply and click on the Apply Filters button. This will filter your result set.
To remove applied filters you can manually deselect individual filters or remove all by clicking on Reset Filters.
*The summary results may also be exported to .csv by clicking on the Export button, in the top-right of the page.
How can I sort Goal Summary results?
Most columns in the Goals table support sorting. Simply click the up/down arrows to adjust the sort order.
What does each column in Goals table mean?
Location: The specific restaurant/store location that the Goal is focused on.
Category: Category refers to the Ovation Insights-identified Issue that is being recommended for mitigation.
Status: Needs Approval, In Progress, Canceled Completed.
Needs Approval: Indicates if the Goal still requires approval by an Admin. The approval window is available for the first 24 hours of a Goal period.
In Progress: The Goal period is active and progress is being measured.
Completed: The Goal period has ended and the final progress measurement has been captured.
Canceled: The Goal has been canceled by an Admin.
Progress: Indicator of real-time assessment of whether a Goal's Progress is On Target or Off Target (Incidence Rate [IR] Based).
Variance: Variance describes the absolute difference between the goal's Target IR and Current IR.
Action Items: Action items are manual tasks created and assigned by Goal Admins to help make Goals more actionable.
Current IR: Current Incidence Rate indicates the Location's number of category-relevant feedback responses out of the total feedback responses, for the given Goal period.
Target IR: Target Incidence Rate indicates the Location's aspirational number of category-relevant feedback responses out of the total feedback responses recommended by Ovation, for the given Goal period.
Snapshot: Snapshot visual representing the current IR trend, for the given Goal period.
How can I cancel an individual Goal?
If an individual Location's Goal needs to be Canceled, click on the kebab menu in the row for the relevant location and click on Cancel. Canceling a Goal will immediately stop all Goal monitoring and notifications but maintain the Goal data for record-keeping purposes.
To delete an individual Goal, click into the kebab menu and select Delete. This will immediately stop all Goal monitoring and notifications and will permanently remove the Goal record.
How can I review more details about a Goal?
Click on an individual Goal to learn more about the feedback mentions for a particular Location.
On the Goal Details page, you will see:
The Goal period start and end date
The number of weeks remaining in the active Goal period
The selected Category
The Current IR
The Target IR
The current Progress of the Goal
Clicking on Show More will open a modal to display more feedback-based evidence for the selected Insights Category.
How to manage Action Items
To add an Action Item, click on +Add Action Item.
Define the Action Item's Name, Description, Due Date, and Priority. Employee-level Assignee is encouraged for the greatest level of accountability, but optional; if left blank, the Action Item will be assigned to the Location-level. Click the Add Action Item Button to save the Action Item.
To edit or delete an Action Item, select either icon option.
Deleting an Action Item will require confirmation.
FAQs
How is the Target Incidence Rate (IR) calculated?
By default Ovation recommends a 25% reduction in Incidence Rate (IR); the Goal Approver may adjust the Target Incidence rate for individual Goals during the approval window.
How are Goal Categories recommended?
Ovation will automatically recommend each location focus on the Insights category with the highest IR; the Goal Approver may adjust the Goal Category for individual Goals during the approval window.
How can I create a Goal?
You don't have to! Goals has been designed to take work off of your plate, not add to it. Goals is an automated feature with AI-based recommendations, which the Goal approver may modify.
How do I enable Goals?
It's as easy as 1,2,3... just have an Administrator follow these instructions.